Microsoft Corporation is actively seeking an exceptional professional to join our organization as a Senior Customer Experience Engineer within the Customer Experience Engineering division. Positioned at the core of Microsoft’s technological innovation, this role offers direct involvement in mission-critical engineering initiatives, planetary-scale cloud services, and next-generation product architectures.

Role Overview & Strategic Impact

As a Senior Customer Experience Engineer based in Atlanta, Georgia, United States, you will play an integral role in architecting, engineering, and delivering transformative technology solutions. Operating within Microsoft’s Customer Experience Engineering practice, your efforts will directly shape the scalability, performance, and security of software systems and platforms trusted by billions of users worldwide.

Microsoft’s enduring mission is to empower every person and every organization on the planet to achieve more. Team members thrive within an inclusive culture grounded in a growth mindset, cross-team empathy, and uncompromising customer focus. In this position, you will collaborate with industry-leading engineers, researchers, and product leaders to solve complex technical problems at unprecedented scale.

Technical Domain: Hyperscale Cloud Architecture & Frontier AI Integration

Operating at the nexus of planetary-scale cloud infrastructure, Microsoft Azure powers the foundation for enterprise digital transformation and generative AI breakthroughs. Engineers and architects in this domain design, deploy, and optimize highly resilient, multi-region cloud services, intelligent API pipelines, and secure data topologies. Leveraging deep integrations with Azure OpenAI, foundational LLMs, and distributed microservices, team members accelerate production-grade intelligence while upholding strict standards for reliability, zero-trust security, and operational latency.

Professionals in this specialization combine strong computer science fundamentals with practical, real-world systems engineering. Whether delivering distributed microservices, designing custom silicon interconnects, managing physical datacenter infrastructure, or scaling AI-powered customer workflows, you will operate within a mature engineering ecosystem supported by Microsoft’s global technical community.

Key Responsibilities & Scope of Work

In this capacity, your daily priorities and core technical contributions will center on the following key operational deliverables:

• Strategic Technical Leadership : Serve as the Customer Lead Engineer (CLE) for assigned strategic customers, acting as the primary engineering advocate and technical lead for the MCSfMSC engagement. Develop a deep understanding of each customer’s security architecture, business goals, and operational environment, and represent the engagement with stakeholders up to and including the CISO level.
• Technical Escalation Management : Directly engage and swiftly respond to technical escalations from Microsoft’s mission-critical security customers as part of a globally distributed engineering team providing follow-the-sun coverage.
• Accelerated Incident Resolution: With minimal guidance, lead the coordinated response to high-severity product and service incidents and major escalations, serving as Incident Manager both for your assigned customers and through participation in a rotational incident management function. Drive mitigation, engineering engagement, stakeholder alignment, executive communications, and timely root-cause analysis while maintaining clear accountability boundaries with product engineering and support teams.
• Customer Advocacy : Represent the voice of the customer within Microsoft Security Engineering, influencing product roadmaps, engineering priorities, and support strategies through customer insights and escalation trends.
• Collaboration : Partner with customers, account teams, product managers, core engineering, and support engineers to understand customer architecture, troubleshoot complex product issues, and align stakeholders across Microsoft on shared customer priorities.
• Proactive Engagement: Own and drive customer Service Improvement Plans, health reviews, and outcome-based improvement tracking. Analyze customer telemetry, product-health signals, support trends, and escalation patterns to identify systemic risks and recommend improvements to resilience, security posture, operational readiness, and product supportability.
• Continuous Improvement: Identify systemic issues and use insights from customer engagements to improve how MCSfMSC delivers mission-critical services. Develop and scale better practices, tools, technical readiness materials, playbooks, and lessons learned that strengthen product quality, supportability, customer experience, business operations, and future incident response. Mentor peers and share technical expertise to raise engineering capability across the team.
• Maintain rigorous code quality, comprehensive automated test coverage, and security compliance throughout all phases of software delivery.
• Participate actively in technical design reviews, operational post-mortems, and architectural discussions across global engineering cohorts.

Candidate Profile & Experience Requirements

Candidates for the Senior Customer Experience Engineer position are evaluated based on their practical experience, technical depth, and demonstrated track record of problem-solving:

• Professional Background: Minimum of 4 years (48 months) of verified experience directly relevant to customer experience engineering or related technical specializations.
• Bachelor’s Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• Bachelor’s degree in Cybersecurity, Computer Science, Computer or Software Engineering, Information Systems, or a related field, or equivalent practical experience.
• 7+ years of experience in a customer-facing technical security role, including leadership of high-severity product or service incidents, crisis situations, or complex technical escalations.
• Professional proficiency in written and spoken English sufficient to translate complex technical issues into clear business impacts and communicate effectively with customers, engineers, product teams, and executive stakeholders.
• Advanced degree (such as a Master’s or PhD) in Cybersecurity, Computer Science, Computer or Software Engineering, Information Systems, or a related field, or demonstrated advanced specialization through substantial technical leadership, applied research, or recognized professional expertise.
• Technical Competence: Demonstrated mastery of programming environments, distributed systems, modern cloud infrastructure, or specialized analytical methodologies relevant to the domain.
• Cross-Functional Leadership: Strong written and verbal communication skills, with an established ability to articulate complex technical architectures clearly to engineering peers and executive stakeholders.
• Culture & Values: Demonstrated alignment with Microsoft’s core values of respect, integrity, and accountability, alongside a proactive dedication to diversity and inclusion.

Work Environment, Workplace Schedule & Location Structure

This position is designated with an official location in Atlanta, Georgia, United States. Work arrangements for this role are structured as Onsite Model with Hybrid Work Flexibility (Atlanta, Georgia). Microsoft provides modern, accessible work environments equipped with state-of-the-art developer tooling, ergonomic facilities, and collaborative hybrid infrastructure.

Professional Growth, Technical Community & Continuous Learning

At Microsoft, career progression is treated as an ongoing, deliberate journey supported by structured enterprise resources. Team members within the Customer Experience Engineering organization are empowered to continuously expand their technical capabilities, explore emerging engineering paradigms, and pursue recognized professional credentials. Global technical communities and internal symposiums allow engineers to exchange architectural insights and collaborate across diverse product portfolios.

Whether advancing along specialized individual contributor tracks toward principal architecture or transitioning into technical leadership and people management, employees benefit from transparent career milestones, executive sponsorship, and comprehensive mentoring networks designed to nurture sustainable professional excellence.

Compensation, Total Rewards & Comprehensive Benefits

Microsoft offers a comprehensive, highly competitive total rewards framework designed to support employees’ personal, professional, and financial well-being:

• Legally Disclosed Base Salary Range: USD $119,800 – USD $234,700 per annum across typical US geographic zones (regional geographic differentials apply for high-cost zones such as the San Francisco Bay Area and New York City metropolitan areas).
• Incentive & Equity Rewards: Eligibility for annual performance-based cash bonuses and Microsoft restricted stock units (RSUs).
• Comprehensive Healthcare: Premium medical, dental, and vision coverage, including mental health support programs and wellness reimbursements.
• Retirement & Financial Security: Robust 401(k) / national retirement savings plans with generous company matching contributions, alongside financial planning resources.
• Time Off & Work-Life Harmony: Generous paid time off, comprehensive parental leave programs, public holiday allowances, and caregiver leave support.
• Growth & Learning: Unlimited access to Microsoft Learn, internal technical conferences, tuition assistance, and structured career mobility pathways across worldwide business units.

Application Process & Requisition Reference

This position is actively open and monitored by Microsoft Talent Acquisition. In alignment with corporate hiring policies, applications are accepted on an ongoing basis with no rigid pre-determined closing deadline until a qualified candidate is formally selected (Open Until Filled).

To submit your application, select the Apply Now button on this listing to navigate directly to the official Microsoft Careers requisition portal. When submitting your candidacy, reference Requisition ID 200049014. Ensure your resume and supporting documentation highlight your relevant technical deliverables, system achievements, and professional qualifications.